Vonage

JULY 27, 2015

Add to that, the complex nature of many technology companies’ product or service and providing customer support in this sector can be a challenge. Here are six of the most common issues which prevent technology businesses from delivering an outstanding service – and how we’ve helped our customers overcome them.

Technology 125

Technology outsourcing Enterprise Sales 125

Solvvy

JULY 31, 2018

They knew they were onto something big when they won $15,000 in investments during their school venture competition in 2014. Our progress has led us to the point of reaching a 25% self-service rate, meaning 1 out of every 4 people who contact customer support through us never need to talk to an agent. Read the full report here.

Customer Support 48

Customer Support Self service Enterprise Technology 48

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since its beginning 3 years ago. Our growth has been crazy!

Education 129

Education Metrics Accountability Sales 129

Callminer

NOVEMBER 18, 2020

“When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. It’s not always easy to juggle multiple calls as call center agents often do, but it should be a high priority to minimize wait times for customers. Be non-communicative with the customers.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Customers That Stick

OCTOBER 13, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 35: September 2014. Thoughts on the Customer: Fewer Choices, More Happiness. ” 3 tips that ease the holding customer’s experience. .

Call Center 119

Call Center Feedback Customer Service Customer Experience 119

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. Customer Experience vs. Customer Engagement — A Distinction Without a Difference? –

Surveys 126

Surveys Customer Care Scripts Contact Center 126

Win the Customer

JUNE 7, 2016

billion by the year 2018, compared to 2014 when online sales totaled $304.1 Customers shop online because it’s convenient. Not only can you monitor your books and billing, you can automate purchasing and shipping, too, which is great for your business and your company’s customers. Top-Notch Customer Service.

Engineering 90

Engineering Sales Metrics Surveys 90

ProProfs Blog

JANUARY 30, 2020

What’s more, their customers feel too that they don’t have to pitch in their ideas but gradually get to see their desired shows on the streaming platform. More than 60 percent of failed customer support calls could have been solved with better access to data. Impact of Customer Engagement On Sales.

B2B 204

B2B Banking Employee engagement Personalization 204

Help Scout

JULY 6, 2021

Though they’ve been around since 2014, they’ve seen significant growth over the last few years. But because there are so many shared inbox tools on the market — many with very similar functionality — it can be hard to decide which tool is right for your team. That said, there are a few popular shared inbox choices.

Customer Support 66

Customer Support Accountability Analytics Self service 66

Vcaretec

JUNE 6, 2022

Increased spending is great for retailers, but with more spending comes an increased demand on customer care and customer support teams. Customer satisfaction numbers must remain high, even as shopping volumes increase. That means that retailers need to be able to scale up their customer service teams seamlessly.

Customer Care 97

Customer Care Customer Support Customer Service Sales 97

CSM Magazine

MAY 24, 2021

As many employees and leaders in Customer Support already know, there are pros and cons to every service model. Build out a team of agents, and you’ll give your customers the impression of being “high-touch.” In fact, Forbes says that poor customer support is costing businesses $75 billion a year.

Customer Support 52

Customer Support Engineering Self service B2B 52

Grupo Noa

JANUARY 12, 2018

Obviously, a contact center has to communicate with hundreds of customers round the clock, and not necessarily everyone knows English. In such a situation, telecallers having multilingual proficiency would be apt for inbound customer support services. A company may not be by itself adept at such things.

Customer Support 40

Customer Support virtual call center outsourcing Call Center 40

Kayako

JANUARY 28, 2016

I’m delighted to announce that Kayako is now a co-producer of Elevate Summit , the new name for UserConf: the biggest conference for customer support and success professionals. UserConf was the first conference of its kind dedicated to customer support, success and product managers, geared towards web and app professionals.

Customer Support 77

Customer Support Personalization Management 77

Vcaretec

JUNE 6, 2022

Clients met all of their customer care goals, even on the busiest shopping days of the year. It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by more than 10 fold.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

Creative Virtual

FEBRUARY 7, 2023

engagement with the customer. This can be applied to marketing, sales, and customer support. Personalizing the customer’s experience can mean a lot of different things to different companies and in different scenarios. I was reminded of this last week when I received an email from Amazon with a product recommendation.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. . It requires a certain level of trust and transparency to have operators providing customer support in a remote location. “To

Best practices 226

Best practices Call Center Contact Center Scripts 226

aircall

DECEMBER 7, 2017

Sales and Customer Support act as the first line of contact, while Booking Management takes care of lease scheduling and logistics. Then, after transactions are completed, the Happiness Team collects and analyzes customer feedback. This was the beginning of our Customer Experience education,” Bueno admits.

Customer Service 90

Customer Service Multichannel Education Call Center 90

Talkdesk

APRIL 8, 2020

Boingo Multifamily’s customer support system includes a 24x7x365 strategy for agents standing by via phone, email, text and chat. In 2014, Boingo Multifamily rapidly scaled up its business and needed to improve its customer service operations to match.

contact center solutions 69

contact center solutions Cloud contact Contact Center Coaching 69

Kayako

JULY 7, 2016

When you call in to speak with the customer service team of a cable company to cancel your contract, you might expect some hiccups, but overall would expect it to be relatively easy. Perhaps the customer support agent might try to plead with you to not cancel your contract, but ultimately they should respect your request.

Customer Service 85

Customer Service Brand ambassadors Customer Support outsourcing 85

Inbenta

NOVEMBER 13, 2017

Despite the advancements in search, the Yahoo Directory did manage to survive until 2014 when it was closed for good. . Created in 1994, Yahoo became so popular that publishers would delay posting their websites to ensure they would be included. Search technology is doing all it can to adapt to us. Interested in finding out more?

Engineering 109

Engineering Chatbots Self service Virtual Agent 109

Kayako

FEBRUARY 16, 2017

Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. Which industries have the best customer support websites?

SaaS 110

SaaS Self service Best practices Customer Support 110

Creative Virtual

OCTOBER 6, 2022

Back in 2014, the International Customer Management Institute (ICMI) published a report titled The Growing Need for Multilanguage Customer Support. This research is old now, but the desire of customers to have native language support is still very much there.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

TechSee

JANUARY 23, 2018

However, by 2014, pods were already capturing 34% of sales in the coffee market, and every coffee company had a new product division it was required to support – the pods. When coffee makers moved into the packaging business, they entered a new world of customer service issues they were unfamiliar with. ,

Marketing 84

Marketing Wait times Technology Customer Support 84

NICE inContact

DECEMBER 9, 2015

That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Earned a customer satisfaction score of 93.6%

Customer Service 75

Customer Service Contact Center Telecommunications Call Center 75

CSM Practice

MAY 22, 2020

Base only plan focus CSM on reactive responsibilities, such as customer support and training. It also indicates an overall lack of customer-centricity and KPI clarity for the organization. The company was founded in 2014 and is headquartered in Sunnyvale, California. 2. Base + BonusPlan.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

aircall

JANUARY 24, 2022

But warning: This doesn’t mean you can take customers for granted just because you have something they crave. The idea of customer support is more than a necessity for post-sale activities. It’s a mistake to view your customer support team as a cost center. This percentage compares with only 67% in 2014.

Call Center 126

Call Center Best practices call center software CRM 126

ProProfs Blog

AUGUST 24, 2018

Here are some examples of cringeworthy customer service experiences and how to avoid replicating them: Walmart’s Price Matching Mistake. The retail giant found itself in hot water in 2014 after they refused to match a lower price listed on their own website for an item at one of their Atlanta locations.

Customer Service 111

Customer Service Accountability Management Marketing 111

Kayako

NOVEMBER 22, 2017

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Then they began to expect a response within 24 hours.

Self service 96

Self service Customer Support Best practices Personalization 96

CSM Practice

MAY 28, 2020

The base only plan focuses on Customer Success Manager on reactive responsibilities, such as customer support and training. It also indicates an overall lack of customer-centricity and KPI clarity for the organization. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Best practices 126

Best practices Management SaaS Metrics 126

Nicereply

FEBRUARY 11, 2020

Thanks to amazing support teams, we have the opportunity to continue rewarding the best among our customers. We are inspired by seeing companies grow, receiving more positive reviews, and getting better in customer experience. It all started in 2014 by rewarding 10 teams in 8 various categories.

Customer Experience 59

Customer Experience Sales Customer Support Marketing 59

CX Journey

JANUARY 23, 2015

Image courtesy of CollegeDegrees360 I originally wrote today''s post for Intradiem on September 25, 2014. Are your customers confused? And do you know what the implications of customer confusion are? There''s a marketing maxim that states: A confused customer buys nothing. Do you even know what that means?

Finance 73

Finance Customer effort Customer Experience Marketing 73

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Your customers want to help themselves. ” Source – Gartner.

Omni-channel support 47

Omni-channel support Customer Experience Customer Service Multi-channel support 47

Fonolo

APRIL 24, 2019

And, for those who want to know they will be helped the minute they walk in the door about a particular problem, Apple offers the option to schedule a service session at a future time; this is useful for those customers who want and expect their problem to be solved at a concrete time. Customer Experience Above All.

Contact Center 78

Contact Center Technology Customer Service Call Center 78

Mindtouch

MAY 14, 2018

Blaisdell is a leading voice in the SaaS/Cloud sector on customer retention strategies. In 2014, we interviewed Blaisdell about the origins and arguments for a customer success program. Many of his ideas are still relevant to customer success as we know it today. Download the Free Infographic. Mikael Blaisdell.

Customer retention 66

Customer retention SaaS Customer effort Metrics 66

Comm100

JANUARY 14, 2016

As consumers increasingly rely on digital channels to make purchasing decisions, they prefer to use those same channels to seek out customer service and sales support. If you only rely on only one or two channels to provide any form of customer support, your customers’ satisfaction and experience are not optimized.

Customer Service 0

Customer Service Self service Advertising Airlines 0

aircall

DECEMBER 16, 2022

The right cloud-based phone system for your customer support team can make or break a sale. With plenty of Justcall alternatives available on the market, finding the ideal cloud-based phone system for your customer support team can be quite a time-consuming process. Keep an eye on how your customer support team is doing.

Sales 62

Sales CRM Interactive Voice Response Coaching 62

IdeasUnlimited

JANUARY 11, 2021

The company has established itself as an experienced global 24/7 support services provider in a variety of industries such as e-commerce, real estate, medical, construction, retail, technology, and more. In 2019, IdeasUnlimited was awarded the top Houston company for call center and business support services by Clutch.

Real estate 52

Real estate Construction Technical Support Call Center 52